What are the responsibilities and job description for the AWS Contact Center (AWS Connect) position at Tanisha Systems, Inc.?
Job Details
Location: Plano, TX/Wilmington, DE/ New Jersey (5 days onsite in a week)
Key Responsibilities
" Design, develop, and implement complex contact center solutions utilizing the full suite of Amazon Connect features, including IVR/contact flows, queues, agents, and integrations.
" Develop and implement custom integrations with CRM systems (Salesforce, ServiceNow etc.,), ERP Systems, Alert & Monitoring systems and other business applications.
" Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and improve customer satisfaction.
" Configure and manage Amazon Connect features, including voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
" Stay abreast of the latest advancements in contact center technology and Amazon Connect features.
" Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations.
Job Qualifications
" Amazon Connect Expertise:
o Deep understanding of Amazon Connect core features and capabilities including Contact Lens.
o Proven experience in designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS LEX bots, Polly etc.
o Strong understanding of Amazon Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.
o Experience with Amazon Connect's API's and SDK's
" AWS Experience:
o Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, Dynamo DB etc.,
o Experience with AWS Security best practices.
" CRM Integrations and 3rd Party Integrations
o Proven experience integrating Amazon Connect with various CRM system (Salesforce, ServiceNow etc.,)
o Experience with CRM API's and data models
o Good to have experience integrating with WFM systems like Verint.
" Technical Skills
o Strong programming skills using Java, Spring Boot
o Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora etc.,)
o Experience working in Agile environments (Jira)
o Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
o Experience and understanding of security protocols and systems (e.g., Active Directory, IAM, SAML, SSO etc.,) in line with legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR etc.,)
o Good experience and knowledge of networking concepts and protocols especially in telephony environment.
" Other Qualifications:
o Excellent problem-solving and analytical skills
o Strong communication and interpersonal skills
o Ability to work independently and as part of a team
Required Experience
" 5 Years of experience in Contact Center technologies and Cloud Architecture
" 5 Years of hands-on experience Amazon Connect and AWS
" 2 Years of experience using Terraform
Nice to have
" Experience with Genesys On-Premises contact center system
" Experience with contact center migrations
" Experience with cloud migrations
" Experience with AI/ML technologies especially AWS Transcribe, Bedrock, Comprehend, Sagemaker etc
" Related AWS Certifications
About Tanisha Systems, Inc.
Tanisha Systems, founded in 2002 in Massachusetts-*, is a leading provider of Custom Application Development and end-to-end IT Services to clients globally. We use a client-centric engagement model that combines local on-site and off-site resources with the cost, global expertise and quality advantages of off-shore operations. We deliver Custom Application Development, Application Modernization, Business Process Outsourcing and Professional IT Services from office locations in * and *.
Tanisha Systems services clients in Government, Banking & Financial Markets, Insurance, Healthcare, Retail & Consumer Goods, Energy & Utilities, Life Sciences, Telecom, Manufacturing and Transportation Industries around the globe. Our engagement model provides a flexible operational environment that empowers our clients with the right levels of control.
Want to read more about Tanisha Systems? Visit us at
